Publications

1993
Article

Changing Relationships in the Concessions Process

By: Louis T Wells Jr

Keywords: Change; Relationships; Negotiation

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19 Dec 2014
Research & Ideas

China’s Complicated Relationship With Mother Nature

Despite its name, the Great Wall of China began as a series of smaller, isolated defensive fortifications. Those structures grew and were later unified into the imposing structure that exists today. The Great Wall is a great metaphor for the Chinese economy. By... View Details

Keywords: Re: William C. Kirby; Manufacturing

October 2009
Supplement

Don Soderquist: Negotiating the Wal-Mart-P&G Relationship (B)

By: James K. Sebenius and Ellen Knebel

This case follows the A case and describes the negotiations and strategic choices of Don Soderquist, who as Chief Operating Officer of Wal-Mart, helped to forge a major partnership with P&G in the 1980s and 1990s. The case chronicles the challenging barriers to success... View Details

Keywords: Negotiation Style; Partners and Partnerships; Leadership; Value Creation; Problems and Challenges; Distribution Channels; Distribution Industry

March 2003
Background Note

Monitoring the Health of Customer Relationships

By: Das Narayandas

Discusses the role of satisfaction and loyalty measurement in monitoring the health of customer relationships. View Details

Keywords: Customer Relationship Management; Customer Satisfaction; Demand and Consumers; Measurement and Metrics; Business and Stakeholder Relations

July 2008 (Revised December 2009)
Case

Infosys' Relationship Scorecard: Measuring Transformational Partnerships

By: Francisco de Asis Martinez-Jerez, Robert S. Kaplan and Katherine Miller

This case analyzes Infosys' innovative approach to measuring performance in client relations. Infosys' strategy is evolving to build transformational partnerships from its original position as an outsourcer of end-to-end IT projects. A transformational partner helps... View Details

Keywords: Partners and Partnerships; Performance Evaluation; Attorney and Client Relationships; Job Cuts and Outsourcing; Balanced Scorecard; Competitive Strategy; Commercialization; Competitive Advantage; Economic Growth; Growth and Development Strategy; Consulting Industry; Information Technology Industry; India

January 2007 (Revised January 2010)
Case

Tom Muccio: Negotiating the P&G Relationship with Wal-Mart (A)

By: James K. Sebenius and Ellen Knebel

Describes the retailer-supplier negotiations of Tom Muccio, one of the earlier Proctor & Gamble (P&G) employees to be based in Bentonville, Arkansas, in negotiating the early operational components of the supplier-retailer partnership between P&G and Wal-Mart in the... View Details

Keywords: Negotiation Process; Supply Chain Management; Partners and Partnerships; Conflict and Resolution; Bentonville

February 2008 (Revised December 2011)
Case

Weber Shandwick: The Client Relationship Leader Program

By: Robert G. Eccles and Kerry Herman

In 2002 Weber Shandwick, a leading global public relations agency, instituted a Client Relationship Leader (CRL) Program for its top 32 global accounts. The purpose of the program is to ensure that all of the firm's resources across geographies, practice areas, and... View Details

Keywords: Blogs; Competency and Skills; Customer Relationship Management; Organizational Change and Adaptation; Organizational Design; Social and Collaborative Networks; Competitive Advantage; Public Relations Industry

March 2003
Background Note

Managing a Customer Relationship Over Time

By: Das Narayandas

Describes the different ways in which vendors can sell a portfolio of products to industrial customers. View Details

Keywords: Customer Relationship Management; Management; Marketing Strategy; Product Marketing; Networks; Sales; Manufacturing Industry

March 2002 (Revised May 2007)
Case

Customer Profitability and Customer Relationship Management at RBC Financial Group (Abridged)

By: V.G. Narayanan and Lisa Brem

The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details

Keywords: Customers; Customer Relationship Management; Price; Perspective; Marketing; Competitive Advantage; Financial Services Industry; Banking Industry; Canada

Summer 2012
Article

Building Effective Business Relationships in China

By: Roy Y.J. Chua

Keywords: China; China

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Other Article

Exploring the Relationship Between Architecture Coupling and Software Vulnerabilities

By: Robert Lagerstrom, Carliss Y. Baldwin, Alan MacCormack, Daniel J. Sturtevant and Lee Doolan

Employing software metrics, such as size and complexity, for predicting defects has been given a lot of attention over the years and proven very useful. However, the few studies looking at software architecture and vulnerabilities are limited in scope and findings. We... View Details

Keywords: Security Vulnerabilities; Software Architecture; Metrics; Software; Complexity; Measurement and Metrics

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2000
Chapter

Relationship Marketing and Key Account Management

By: Joseph P. Cannon and N. Narayandas

Keywords: Customer Relationship Management

1986
Chapter

Relationship Management of Distributors: A Proposed Framework

By: V. K. Rangan

Keywords: Distribution; Relationships

May 1988
Background Note

Roles and Relationships of Business and Government

By: George C. Lodge

Synthesizes a wide range of literature and experience concerning comparative government-business relations, focusing especially on Japan, Europe, and the United States with some references to Brazil and Mexico. Designed for discussion in two consecutive class sessions.... View Details

Keywords: Economic Systems; Framework; Government and Politics; Mission and Purpose; Organizational Structure; Business and Government Relations; Mathematical Methods; System; Japan; Europe; Mexico; United States; Brazil